Voice Solutions Integrator Job in Pennington, New Jersey US
Voice Solutions Integrator responsibilities include evolution, support and oversight of computer telephony integration, Genesys CTI Framework (7.
X) and related applications, Cisco CM, Aspect (Rockwell) Spectrum and Avaya CM ACD/Telephony platforms and 3rd party integrated solutions such as NICE call recording, Siebel & Salesforce.com CRM, Tellme Voice portal and other possible integration points in support of the Global Wealth Management contact centers and branch offices.
Additional responsibilities include tiered support role in support of solutions be leveraged in the contact centers currently and in the post transition end-state.
These solutions will support the current, transition and end-state Service Model.
This position will interact with the department, contact center and enterprise voice technology groups to deliver solutions across the broader enterprise.
This role is aligned with the successful implementation of the newly defined service model in the contact centers in support of the end-state.
Solutions Integration experience leveraging diverse telephony platforms (ACD, PBX, and IVR), software, hardware, and technologies is required to ensure that the end-state contact center delivers on the requirements as defined for the service model.
This role requires 5 -7 years of experience in contact center solutions integration.
Candidate Qualifications: Knowledge of Telephony platforms PBX, ACD, IVR: Avaya ACM, Cisco CM, Tellme IVR, and Advanced toll-free servicesSolutions Integration experience in the Enterprise contact center with all of the aboveExperience with the core Genesys CTI framework, CIM and insight
7. x or higher in a multi-site environmentKnowledge of Genesys toolkits: GIS, GAD, Plat SDK, ActiveX, and experience with maintaining Genesys T-Lib based appExperience with the peripheral Genesys Suites, including WFM, CCA, Call Con, GVP, GIS, OCS and Info MartUnderstanding of computer networking conceptsStrong knowledge of software installation and distribution technologiesExperience with deploying and integrating CTI with CRM packages (via G+ Adapters or via custom code)Familiarity with VoIP, including deployment best practices, limitations and integration with third party systemsKnowledge of SIP and its benefits in both a multi-site contact center, as well as a branch office environment
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